Legals

Company Details

Business / Contracting entity (invoicing entity): SA Solar, Gutter & Roof Clean (“we”, “us”, “our”)
ABN: 96 235 366 292
Website: www.saroofclean.com (the “Website”)
Store: www.solarshopau.com (“Online Store”)
App: www.saroofcleanapp.com (the “App”)
Related brand: Metro Roof Clean (www.metroroofclean.com)

This document sets out our Privacy Policy and the Terms & Conditions that apply to your use of the Website and App, and to any quote, booking, or services we provide (including solar panel cleaning, gutter cleaning, roof cleaning, bird proofing, and commercial works).

1. Important notice

This document is provided for general information and operational coverage. It is not legal advice. Laws and requirements can change and may vary depending on your situation. You should obtain independent legal advice to ensure this document is fit for your business and circumstances.

2. Definitions

• Customer/you/your: any person or entity using the Website/App, requesting a quote, making a booking, or receiving services.
• Services: solar panel cleaning, gutter cleaning, roof cleaning, bird proofing, roofline protection services, inspections, reporting, photo documentation, and any related commercial works.
• Commercial Customer: any business, government, strata, property manager, or entity engaging us for commercial works.
• Site: the property where Services are performed.
• Line of credit: a written, approved credit arrangement set up in advance.

3. Coverage across SA Solar, Gutter & Roof Clean and Metro Roof Clean

You acknowledge and agree that:

• Our staff and vehicles may at times undertake Metro Roof Clean jobs, and Metro Roof Clean staff and vehicles may at times undertake our jobs.
• We may allocate personnel, vehicles, and resources across the two brands for operational efficiency, scheduling, and safety.
• The entity issuing the quote/invoice and named on the booking confirmation is the contracting party for that job, unless otherwise agreed in writing.

4. Website and App terms (acceptable use)

4.1 Permitted use

You may use the Website and App to:

• learn about our Services
• request quotes
• make enquiries and bookings
• upload or receive photos, reports, invoices, and communications
• access service updates and documentation

4.2 Prohibited use

You must not:

• misuse the Website/App, attempt to gain unauthorised access, or interfere with security
• upload unlawful, misleading, infringing, or harmful content
• use the Website/App to harass, threaten, or defame others
• introduce viruses or malicious code

4.3 Availability and changes

We may update, suspend, or discontinue any part of the Website/App at any time. We do not guarantee uninterrupted access.

4.4 App use is at your own risk

To the maximum extent permitted by law:

• you use the App at your own risk
• we do not warrant that the App will be error-free, uninterrupted, or compatible with your device
• you are responsible for maintaining the security of your device, login details, and any actions taken through your account

5. Quotes, bookings, and variations

5.1 Quotes

• Quotes are based on information available at the time (including photos, descriptions, and site access).
• Quotes may be subject to change if site conditions differ from what was disclosed or reasonably observable.

5.2 Bookings and access

You must ensure:

• safe and reasonable access to the Site, including roof access where required
• clear access to gutters, downpipes, solar arrays, and work areas
• pets are secured and hazards are disclosed
• utilities (including water) are available where required

5.3 Variations

If additional work is required (e.g., unexpected blockages, unsafe access, additional contamination, extra height/safety measures, or additional areas), we may:

• provide a revised quote, or
• proceed with your approval (verbal, SMS, email, or in-App approval is sufficient)

6. Service terms (general)

6.1 Safety and right to refuse/stop work

Safety is non-negotiable. We may refuse, pause, or stop work if:

• weather conditions are unsafe (wind, rain, storms, heat, lightning)
• roof conditions are unsafe (fragile tiles, severe rust, structural concerns)
• access is unsafe or non-compliant
• hazards are present (electrical risks, asbestos risk, aggressive animals, unsafe fall protection)

If work is stopped for safety reasons outside our control, you may still be charged for time, travel, and any work completed.

6.2 Working at heights and inherent risks

You acknowledge that working at heights and exterior cleaning involves inherent risks, including slips, falls, property damage, and personal injury. You agree to follow any safety directions we provide.

6.3 Pre-existing damage and fragile surfaces

Roofs, gutters, solar panels, and related components may be aged, brittle, corroded, cracked, or poorly installed. To the maximum extent permitted by law:

• we are not responsible for pre-existing damage or deterioration
• we are not responsible for damage caused by hidden defects, poor installation, or materials reaching end-of-life
• we are not responsible for leaks or water ingress caused by pre-existing defects, cracked tiles, degraded seals, rusted gutters, or compromised flashing

6.4 Water, run-off, and staining

Cleaning can involve water run-off and debris discharge. You acknowledge:

• staining may occur due to pre-existing oxidation, rust, paint degradation, or porous surfaces
• we are not responsible for staining or discolouration that results from underlying material condition
• you are responsible for protecting sensitive items and notifying us of any areas requiring special protection

6.5 Photos, reporting, and documentation

We may take photos/videos before, during, and after work for:

• quality assurance
• customer reporting
• safety and training
• evidence of condition
• marketing (only as set out in the Privacy section below)

7. Specific service terms

7.1 Solar panel cleaning (residential & commercial)

You acknowledge:

• performance improvements vary; any stated efficiency uplift is indicative only and not guaranteed
• panels, frames, wiring, isolators, and mounting systems may be fragile or degraded
• we may use methods and products intended to be safe for solar panels; however, we are not responsible for failures caused by pre-existing faults, microcracks, defective seals, or manufacturing/installation issues
• you are responsible for ensuring any required shutdown/isolator access and permissions are available

7.2 Gutter cleaning (residential & commercial)

You acknowledge:

• gutters and downpipes may be blocked, rusted, poorly graded, or damaged
• clearing blockages may reveal pre-existing leaks, rust holes, or failed joints
• downpipes may be damaged or collapsed internally; we are not responsible for failures caused by pre-existing issues
• we may flush gutters/downpipes where appropriate; water flow outcomes depend on the condition of the system

7.3 Bird proofing (residential & commercial)

You acknowledge:

• bird proofing reduces risk of nesting but cannot guarantee permanent exclusion of all birds or pests
• outcomes depend on site conditions, access, and ongoing environmental factors
• you must not tamper with installed materials; tampering voids any workmanship assurances to the extent permitted by law

7.4 Commercial works (all commercial jobs)

Commercial works may involve:

• inductions, permits, SWMS/JSA, sign-in/out, and site-specific safety requirements
• access constraints, after-hours work, traffic management, and coordination with tenants
• condition reporting and photo documentation

You agree to provide accurate site information and cooperate with reasonable scheduling and safety requirements.

8. Customer responsibilities

You are responsible for:

• providing accurate information about the Site and scope
• ensuring we can access the Site at the agreed time
• disclosing hazards (including known roof fragility, electrical issues, asbestos risk, or prior repairs)
• ensuring any required approvals (landlord, strata, tenant, council, building management) are obtained
• ensuring valuables and sensitive items are protected

9. Fees, Payment and Debt Collection

These payment terms apply to every quote, booking and invoice we issue, and form part of our agreement with you.

9.1 Pricing and GST

Unless we agree otherwise in writing, all prices are in Australian dollars and include GST. Where a price is quoted to a business customer exclusive of GST, the GST-inclusive total is shown at least as prominently. Any travel, access, equipment hire, parking or disposal charges are quoted before the work is agreed.

9.2 When payment is due

• Residential customers: payment is due on completion of the service, unless we agree otherwise in writing.
• Commercial customers: our standard terms give a 7-day payment window from the invoice date. The applicable due date is recorded on the invoice we issue. Where no credit term is recorded, payment is due on completion.

9.3 Late payment and reminder administration fees

If an invoice is not paid by the due date, and the account is not in dispute, we may charge:

• a late payment fee of $15.00 per invoice; and
• a reminder administration fee of $29.95 for each reminder notice we issue while the account remains unpaid.

These fees are a genuine estimate of our reasonable administrative costs in following up overdue accounts. They are not a penalty, and we do not charge them where the delay was caused by our error, where you have notified us of a genuine dispute about the invoice, or where charging them would not be lawful. Reminder notices are generally issued no more frequently than every 3 days.

9.4 Overdue accounts

If an account remains overdue, we may suspend or withhold future services, place a hold on the account, refer the debt to a debt collection agency, or commence proceedings to recover the amount owing. We will give reasonable notice before taking these steps.

9.5 Debt recovery costs

We may recover the reasonable costs we actually incur in recovering an overdue account, including debt collection agency fees and reasonable legal costs, to the extent permitted by law. We do not seek to recover more than our actual reasonable costs of recovery, and nothing in this clause applies to the extent it would be unlawful.

9.6 Consumer guarantees

Nothing in this section excludes, restricts or modifies any right, guarantee or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Where you are a consumer, this section applies only to the extent permitted by law.

9.7 Difficulty paying

If you are having difficulty paying an invoice, contact us as soon as possible and we will discuss a reasonable arrangement in good faith.

10. Cancellations, rescheduling, and missed access

We may charge a reasonable call-out fee or cancellation fee if:

• you cancel at short notice
• we attend and cannot access the Site
• work cannot proceed due to undisclosed hazards, unsafe conditions, or lack of required approvals

11. Consumer guarantees (Australian Consumer Law)

Nothing in this document excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law (ACL) that cannot be excluded.

Where permitted by law, our liability is limited (at our option) to:

• supplying the Services again, or
• paying the cost of having the Services supplied again.

12. Limitation of liability (to the maximum extent permitted by law)

To the maximum extent permitted by law:

• we exclude liability for indirect or consequential loss (including loss of profit, loss of revenue, loss of opportunity, or business interruption)
• we are not liable for delays or failure to perform due to events outside our reasonable control (weather, access restrictions, supplier delays, emergencies)
• you are responsible for ensuring the Site is suitable for the Services you request

13. Warranties and guarantees

Any workmanship warranty (if offered) will be set out in writing and may be subject to conditions, including:

• safe access and site condition
• no third-party interference
• payment of all invoices when due

14. Intellectual property

All content on the Website/App (text, photos, logos, branding, documents) is owned by us or licensed to us. You must not reproduce or use it without permission, except as allowed by law.

15. Privacy Policy

15.1 What we collect

We may collect personal information including:

• name, address, email, phone number
• booking and service details
• photos/videos of the Site (which may include personal information)
• communications (calls, SMS, email, in-App messages)
• payment and invoicing information
• technical data from Website/App use (IP address, device info, browser type, usage data, cookies)

15.2 How we collect it

We collect information when you:

• submit forms or enquiries on the Website
• use the App
• request a quote or make a booking
• communicate with us
• make payments
• interact with our ads or analytics (where enabled)

15.3 Why we collect it

We collect and use information to:

• provide quotes, bookings, and Services
• communicate with you and provide updates
• issue invoices and collect payments
• manage safety, quality control, and training
• improve our Website/App and customer experience
• comply with legal obligations
• market our Services (subject to your rights and applicable law)

15.4 Cookies and analytics

Our Website may use cookies and analytics tools to understand usage and improve performance. You can usually control cookies through your browser settings; disabling cookies may affect functionality.

15.5 Disclosure to third parties

We may disclose personal information to:

• employees and contractors performing the Services
• service providers (IT, hosting, analytics, communications, invoicing, payment processing)
• debt collectors and legal advisers (for overdue accounts or disputes)
• insurers (for claims)
• government agencies where required by law

15.6 Cross-brand operations

Because staff and vehicles may work across SA Solar, Gutter & Roof Clean and Metro Roof Clean, your information may be shared operationally between those brands where reasonably necessary to deliver the Services, manage scheduling, quality, safety, invoicing, or customer support.

15.7 Marketing and photos

We may use de-identified or non-identifying photos for marketing. If we wish to use photos that could reasonably identify you, your address, or unique features of your property, we will seek consent where required by law. You can request removal of marketing content by contacting us.

15.8 Data security

We take reasonable steps to protect personal information from misuse, loss, and unauthorised access. However, no method of transmission or storage is completely secure.

15.9 Access and correction

You may request access to, or correction of, your personal information by contacting us.

15.10 Retention

We retain information only as long as reasonably necessary for business, legal, taxation, warranty, and dispute-resolution purposes.

16. Complaints and contact

If you have questions, requests, or complaints about privacy or these Terms, contact us via the contact methods listed on the Website.

17. Governing law

These Terms are governed by the laws of South Australia and applicable Commonwealth laws of Australia. You submit to the non-exclusive jurisdiction of the courts of South Australia.

18. Updates to this document

We may update this document from time to time by publishing an updated version on the Website and/or App. Continued use of the Website/App and continued engagement of Services after an update constitutes acceptance of the updated terms.

19. Returns, Refunds and Faulty Products

19.1 Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms and Conditions limits or excludes any rights or remedies available to you under the Australian Consumer Law.

19.2 Change-of-Mind Returns

We accept change-of-mind returns requested within 30 days of the original purchase date, provided that:

1. you contact us before returning the product;
2. the product is unused, undamaged and in a resalable condition;
3. the product is returned with all original packaging, accessories, manuals, components and promotional items;
4. you provide satisfactory proof of purchase; and
5. the product is not a clearance, personalised or specially ordered item identified as non-returnable before purchase.

You are responsible for the cost and risk of returning a change-of-mind product to us. Original delivery charges are not refundable unless required by law.

Approved change-of-mind refunds will be processed using the original payment method after the returned product has been received and inspected. We may deduct any reduction in value caused by damage, missing components, unreasonable handling or use of the product.

19.3 Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, unsafe, not of acceptable quality, not fit for its intended purpose, materially different from its description or not the product ordered, please contact us as soon as reasonably possible.

You may be asked to provide:

1. your name, order number and proof of purchase;
2. a description of the fault or problem;
3. photographs or video showing the fault, damage or incorrect product; and
4. any other information reasonably required to assess the claim.

We are entitled to inspect or assess the product before providing a remedy.

19.4 Major Failures

Where a product has a major failure under the Australian Consumer Law, you may choose between:

1. a replacement product; or
2. a refund of the purchase price.

You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from the failure.

19.5 Minor Failures

Where a product has a minor failure, we may choose to repair the product, replace it or provide a refund.

If we choose to repair the product, the repair will be completed within a reasonable time. If the product cannot be repaired within a reasonable time, you may be entitled to a replacement or refund in accordance with the Australian Consumer Law.

19.6 Return Costs for Faulty Products

Where a product is confirmed to be faulty or otherwise fails to meet a consumer guarantee, we will cover or reimburse the reasonable cost of returning the product.

You must contact us before arranging a return so that we can provide return instructions. Unapproved express, courier or premium return charges may not be reimbursed where a reasonable lower-cost return method was available.

If an inspection determines that the product is not faulty and the issue was caused by misuse, accidental damage, incorrect installation, unauthorised modification or failure to follow the supplied instructions, you may be responsible for the return delivery and reasonable inspection costs, to the extent permitted by law.

19.7 Exclusions

We are not required to provide a remedy where the problem was caused by:

• misuse, neglect or accidental damage;
• incorrect installation, maintenance or operation;
• failure to follow the manufacturer’s instructions;
• unauthorised repairs, alterations or modifications;
• normal wear and tear; or
• damage occurring after delivery that was not caused by a product defect.

These exclusions do not apply where doing so would limit or exclude a right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

19.8 Processing Refunds

Once a return has been received, inspected and approved, the refund will be issued to the original payment method. Financial institutions may take additional time to process and display the refund.

19.9 Contacting Us

To request a return, refund, repair or replacement, contact Solar Shop using the contact details published on our website. Products should not be returned until return instructions have been provided.